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call handle time

Call Center Buyer’s GuideA call center can be so much more to your enterprise than a costly necessity. By carefully selecting an on-premise contact center solution, your company can

call handle time what's changed? Simply put, call centers are no longer about fielding phone calls. Rather, today's newly renamed ‘contact centers' let customers submit email inquiries, request Web chats, send faxes and text message from handheld devices including cell phones and PDAs. In turn, businesses are now better equipped to sell products, respond to questions, resolve technical support issues and handle inquires in a timely and efficient manner. Helping them to do so is a spate of contact-center technology

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Kronos, the company that introduced the first micro-processor time clock in the 1970s, knows how tricky workforce management (WFM) can be. In this article, TEC principal analyst P.J. Jakovljevic looks at WFM challenges facing organizations, particularly those with large, complex workforces, and how Kronos’ innovative solutions help companies control labor costs, minimize compliance risk, and improve workforce productivity.

Real-time data warehouses are common in some organizations. This article reviews the basic concepts of a real-time data warehouse and it will help you determine if your organization needs this type of IT solution.

.NET technology is a wake-up call, and some people are sleeping through it! Remaining competitive means mission-critical software systems, such as enterprise resource planning (ERP) applications, must be designed from the ground up for connectivity and integration. But software developers don’t advertise their shortcomings, and some ERP vendors—and by association, their customers—are being left behind.

The phone system in your call center should help you achieve some very specific objectives, such as: increasing revenue opportunities, reducing costs, maximizing productivity, and improving customer satisfaction. This paper reviews seven leading call center phone systems in order to help phone system buyers make the right purchasing decisions on phone system features, reliability, scalability, and cost effectiveness.

As product lifecycles continue to shrink and product complexity increases, reducing the time it takes to introduce new products has become a strategic imperative for companies. Businesses must have clean and accurate product data that’s consolidated across sales channels and back-end systems. Find out why product information management and master data management platforms are key to getting products to market faster.

If you still think business intelligence (BI) hasn’t yet hit the big time in IT industry terms, think again. On May 9, Chad Hurley and Steve Chen, founders of YouTube (and now directing their new company AVOS), announced the acquisition of Tap11, a real-time BI platform.
Here’s what Hurley had to say in this regard:
Our vision is to create the world's best platform for users to save